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Help Desk Software - FAQs



Here are some answers to common questions handled by our sales and support staff, in an introduction guide to NetHelpDesk, the product, and our service. So many others in our industry make life complicated, bamboozle you with technology speak. We explain it so anyone can understand, in just a few brief pages.

 

  NetHelpDesk - A Brief Introduction 209kb

 
 

For a high level overview of NetHelpDesk as a product, and the extent of our amazing support during your trial, have a read of this introduction.

Anything more you need to know, will be on this website, or our team are available for you to ask anything you need to know.

 



Here are some excerpts from that document, in case you are in a hurry. Feel free to download the PDF above to keep for your records.

  Does NetHelpDesk use an SQL database?  
 

Yes, NetHelpDesk works with a Microsoft SQL Server, and comes bundled with Microsoft SQL Server Express free of charge, and a 10GB limit database at no extra cost.

 


  Can data I have entered into the Trial Version be used when I buy the full version?  
 

Yes. Set up NetHelpDesk exactly how you intend to use it during the trial version, and simply carry on using it when you buy the licensed version.

 


  Is there a manual and demo videos?  
 

Yes, there is a main guides, as well as mini-guides and videos available during the trial, and after purchase, at no extra cost. There is also an extensive knowledge base containing frequently asked questions, which can be accessed via our Support Portal with a login.

 


  What type of support is available?  
 

During the trial, you have full support free of charge, including setup and configuration assistance.

For monthly and annual purchasers, we offer unlimited free e-mail and telephone support and upgrades for every month/year purchased, rolling monthly contract.

For outright purchasers, we offer unlimited e-mail and telephone support and upgrades for an additional cost. This is usually 25% of the cost to purchase.

 


  How is NetHelpDesk Licensed?  
 

Each technician or support person that uses NetHelpDesk must have a client licence.

e.g. If your company has 12 support staff that use NetHelpDesk, then each one needs a licence. You need to purchase 10 licences and then 2 add on licences.

 


  How is NetHelpDesk priced?  
 

The only thing we charge for is the number of licences you need. Each member of your team needs their own named licence, and thatís it.

All features are included, as standard. No extra fees for number of tickets, number of assets, number of people you support, mobile apps and so on.

 


  How often are new versions released?  
 

We release new major versions approximately once a year, usually at the beginning of the second quarter.

However, our product development team work continuously with Customers to incorporate features that they need into the product. These are usually done free of charge, and we release these mini versions every couple of months. They are available to all.

Detailed release notes and communications about new features are sent out by the support team to help you and your team.

 


  Can data be imported from our existing records/systems?  
 

Yes, absolutely. You can utilise one of our free data migration tools in the product to migrate extensive data from some of the biggest names in our industry. So many customers are coming to NetHelpDesk as they have been let down by bigger named brands. So we make it easy to migrate to us.

Alternatively, you can import existing data from spreadsheets, such as Customers, Sites, Users, Assets, Requests, Actions and Suppliers, Knowledge Base articles and client contracts.

If your existing database is Microsoft Access or SQL Server, migration should be fairly straight forward if you are using a different system. Even if it isn't, speak with our team and we will explore your options with you. Many come to NetHelpDesk because we offer solutions.

Some prefer to start with a fresh database. Whatever your decision, we will support you.

 


  I have more questions. Who do I speak to?  
 

Anyone in the NHD team is happy to help you. All staff are fully trained to answer your questions, or source accurate answers for you quickly.

 


Our product has developed over many years based on Customer feedback, so if there is another way you feel would help you in any area, feel free to speak with us about your ideas. We can usually add in new features quickly, and usually free of charge.

Just contact our team to discuss your requirements. If there are any features you would like to see added to our help desk software, just let us know. See our #ChallengeNHD Twitter campaign for more information.

Contact us to discuss with our team what you are looking for.


 

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